Head of Product and Customer Experience

• Jan 2023 - Present

Lead product strategy and the customer experience team. Oversee a cross-functional team of product designers, product owners, scrum master, data analyst, Account managers, after sales support and customer service agents.

Head of Product

• Apr 2021 - Jan 2023

Product strategy for a leading Edtech, reimagining education and making learning Easy. Currently lead a team of Designers, Product owners, Scrum master, Data Analyst and QA testers.

Product Manager (Digital Banking)

• Dec 2018 - Apr 2021

Lead product manager in charge of growth hacking, product lifecycle management, analytics, managing P&L as well as product strategy for the bank's Mobile APP, USSD, SMS, WhatsApp and Internet Banking products.

Head Sales and Service Associate

• Jan 2016 - Nov 2018

Oversee a team of Sales and service associate: Functions include onboarding of new to bank customers, drive e-channels adoption (mobile and online banking, debit cards) by existing and new to bank customers. Ensure team members achieve incremental deposits targets on group of account under my purview majorly in the retail mass market segment. Monitor deposit mix to ensure profitability without compromising on customer satisfaction. Drive my team to engage active customers on a daily basis to increase products per customers and engage dormant relationship to resume relationship and etch a name for the brand in the heart of the customer. Sales of risk assets, credit profiling and risk assessment in the personal loan segment.Oversee service functions to ensure proper kyc is conducted on all customers, ensure all laid down controls are adhered to, resolve customer complaints for internal and external customers.Work with the Branch service manager and Chief marketing officer in preparing yearly budgets. Show less

Head Customer Service

• Aug 2015 - Jan 2016

Quality Assurance Officer (Business Process Re-engineering)

• Nov 2012 - Aug 2015

Duty: Zonal Quality Assurance Officer Kwara and Kogi state branches.Branch operations process measurement and comparative analysis to spot variance from pre-established standards.Monitoring and measurement of operation processes in UBN branches within Lokoja and Ilorin Zones, collating data and deducing facts behind the figures.Assessing and Monitoring state of branch infrastructure and work toolsConducting Market survey locally and internationally to provide feedback to management team for strategic planning.Conducting of customer survey for feedback to top management.Achievements: Design of new template for executing ATM card and chequebook issuance process measurement for the department.Best performing staff for Quality assurance department Northern region for half year January to June 2013 and top 10th percentile performance in 2014 H2 performance with a score of 94.82%Top score in the quarterly Customer satisfaction Index (CSI) for MM WAY ilorin branch in Union bank branches in northern region Nigeria. The branch was under my purview for Q1, Q2 and Q3 2013. Show less